Incident Management

Incident Identification and Incident Logging -

Incidents can be any failure or interruption to an IT service or a Configuration Item/Asset. These can get created from

  • From Event Management

  • From Web Interface

  • User Phone Call

  • Email Technician Staff

2. Incident Categorization -

Incident classification is very important to understand the source of all your incidents. Get more organized with the three levels of categorization - Category, Subcategory and Item.

The incidents can be assigned to these categories depending upon the failure that is reported and can be automatically routed to the appropriate support engineer.

3. Incident Prioritization -

The Incident can affect the organization differently. Define the Priority based on the Impact and Urgency of the Incident. It minimizes the incident impact on the business. Assign the priorities based on Predefined prioritization or Dynamic Prioritization.

4. Incident Diagnosis -

When an incident gets created, it has to be analyzed and the full symptoms has to be discovered. Add the symptoms as Notes so that it will help in finding out where the failure is and how to correct it.UPSD helps in searching the existing workarounds or solution from the known Error Database and getting back to the users immediately with the resolution. This helps ireducing the turnaround time for an incident.

5. Incident Escalations -

When the support engineer is unable to resolve the incident, (i.e. when it is not a known error) the incident can be referred to the second-level support. The incident will get escalated to the third-level support when the second-level support is not able to resolve it within the due by time.Service Level Agreement helps in prioritizing the incident and enabling this timely escalations.

6. Incident Closure -

Every support staff knows that closing the incident is really a painful task as it can be closed only after it is confirmed with the users for the issue resolution. UPSD helps you with the option of providing the user with the privilege to close his incident.

Dashboard -

Dashboard provides you different types of graphs based on location and date conditions.In UPSD we are having basically two types of dashboard

1. Parameter Dashboard

2. Trend Dashboard

Parameter dashboard is based on different parameters as priority, mode, level, number of incidents,status etc.

Trend dashboard gives different trend reports like sla trend, status trend, category trend etc.